Customer Care & Terms — Kinky Kat (NZ Only)
Contact & Response Time
We respond to all enquiries (via email or contact form) in the order received. Our goal is to reply within 24 business hours. During weekends or public holidays, please allow up to 48 hours for a response. If you don’t hear back, you can follow up at help@kinkykat.com.au
Changing Shipping Address / Order Modifications
Because our fulfillment partner begins processing quickly, it may not always be possible to alter your shipping address once an order is placed. If you notice an error, email us immediately with your name and order number. We’ll attempt to intervene before dispatch, but changes cannot be guaranteed if the order is already being processed or shipped.
Order Processing & Dispatch
- Orders are dispatched from the warehouse within 24–48 business hours of being placed.
- For New Zealand customers, shipping is via NZ Post Courier Tracked, taking 1–2 business days for delivery.
- For rural addresses, allow an extra 1–2 business days.
- In exceptional cases (e.g., large orders needing pallet freight), delivery may take up to 5 business days for regular addresses or 10 business days for rural addresses.
Shipping Costs
Shipping fees depend on the value of your order, starting from $13.00 + GST.
Tracking & Delivery Issues
- You will receive tracking information with your dispatch confirmation.
- If an order seems stuck or delayed, contact us and we will raise an enquiry.
- If an incorrect address was given, we are not liable for loss.
Multiple Parcels
Some orders may ship in multiple packages. These parcels might arrive on separate days. You’ll receive tracking for each.
Out-of-Stock / Backorders
- If an item you ordered becomes unavailable, we will notify you via email.
- You may be offered the option to swap the item for something of similar value or have it removed from your order.
- If an out-of-stock item is removed, credits or refunds will apply.
Returns / Faulty / Damaged Items / Warranty
- For issues (faulty, damaged, unsatisfactory items), you can submit a return request through our customer support.
- We typically resolve return requests within 2–3 business days after review.
- For faulty/damaged claims, we require photo or video evidence of the issue.
- In some cases, you may be asked to return the product for inspection/testing.
- We reserve the right to reject return requests if a product is no longer covered by warranty.
Returns Address & Process
Once your return is approved, we will provide you with the correct return address (to the warehouse). You must use that address; unauthorized returns may be rejected.
Refunds / Replacement
- After we (or the warehouse) receive and inspect the returned item, we will proceed with either a replacement or a refund (depending on stock and nature of fault).
- If a product is no longer under warranty or is not deemed faulty, the return may be rejected.
Liability & Disclaimers
- We are not liable for delays, damage, or non-delivery due to incorrect addresses or circumstances outside courier control.
- All shipping, tracking, stock, and returns policies are subject to the performance and rules of the fulfillment warehouse and c